Customer Success Specialist at an E-commerce, Logistics and Retail Company - PeopleOS

PeopleOS - Our client, an E-commerce, logistics and retail company, is recruiting to fill the position below:

Job Title: Customer Success Specialist

Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

• We are seeking a Customer Success Specialist to develop their Customer Success engine. 
• The Customer Success Specialist will champion the customer throughout the engagement lifecycle, enabling them to get the best value from the company. 
• This role is focused on customer retention, driving Net Promoter score to the world class level and leading the customers' engagement activities through social media channels.

Summary of Responsibilities
Onboarding & Education:

• Guide new users (both buyers and sellers) through the profile setup process, order management, and secure payment processes
• Craft strategies for managing and responding to customer questions/queries through defined company’s channels
• Provide clear instructions to improve user adoption on the company’s services securely and efficiently

Customer Support & Issue Resolution:

• Respond promptly to inquiries regarding order tracking, payment issues, or delivery concerns
• Resolve disputes between buyers and sellers by investigating issues, coordinating relevant teams and ensuring fair outcomes
• Provide clear guidance on refunds, returns and transaction delays.

Proactive Customer Engagement:

• Build a team of external customer champions and evangelists who will advocate the product and services when needed.
• Maintain regular communication with active users to improve retention and satisfaction.
• Develop educational content (e.g., FAQs, guides) to help customers better understand platform features

Trust & Safety Management:

• Monitor transactions for fraudulent behaviour, suspicious activities or payment risks
• Educate customers on best practices for secure transaction

Feedback & Improvement:

• Monitor and analyze customer feedback and metrics to identify areas for improvement and implement changes as necessary.
• Collaborate with the products and tech teams to recommend improvements

Retention & Growth:

• Establish synergistic relationship with Company’s partners to promote partnership in evaluating and presenting product to customers to drive growth and user base
• Develop strategies to increase repeat purchase and platform engagement

Product Knowledge:

• Participate in ongoing training to stay updated on the company’s offerings
• Ensuring accurate and helpful communications with customers

Requirements

• 3-5 years of Experience as a customer success specialist
• Bachelors degree in any communications or business related field
• Great communication skills (writing and speaking).
• Experience managing and prioritizing multiple customer requests in a fast-paced environment, including timeline scoping and effective re-prioritization
• Knowledgeable on social media trends, B2C marketing, and influencer marketing.
• Experience posting content on FB, IG, Twitter, Snapchat, Reddit, etc.
• Must comprehend the emotional journey of our customers buying/selling stuff online
• Consumer brand, Fintech or ecommerce industry experience
• Experience using marketing software like Hubspot, Zendesk and Notion
• Strong business acumen to own and drive success for the business unit.

Benefits

• Opportunity to work in a fast paced environment
• Competitive salary and benefits package
• Professional development and training opportunities.

Application Closing Date
21st April, 2025.